Customer Service Team Lead

4 weeks ago

Market Drayton, Shropshire, United Kingdom Culina Group Full time
Job Title: Customer Service Supervisor

We are seeking a highly skilled and experienced Customer Service Supervisor to join our team in Market Drayton on a full-time permanent basis.

Job Summary:

The Customer Service Supervisor will be responsible for supporting the Customer Services Manager, developing and supervising the team to ensure an outstanding service offering in a fast-paced working environment. The successful candidate will provide a continuous professional and dedicated facility for all customer/client needs.

Key Responsibilities:
  • Day-to-day supervision of allocated members of the admin team to ensure they undertake their duties in line with departmental processes and procedures.
  • Ensure the team is adequately trained in the execution of their daily duties, monitor performance, and provide coaching/counselling/development when required.
  • Hold monthly 1-2-1's to ensure PDP action plan objectives are being met.
  • Deal with and resolve personnel issues and raise with Senior Management/HR when appropriate.
  • Act as the liaison between business management and the client/customer, providing a flexible support service to deal with issues as they arise.
  • Implement new business from start to finish, ensuring that everything is in place to support the client/customer, e.g., systems setup, clients' understanding of processes, and the provision of a joined-up service.
  • Support business and client/customer ad-hoc projects.
  • Run weekly/monthly KPI data reports for the Head of Customer Service.
  • Analyse system data to ensure data integrity, identify and rectify anomalies to maintain system housekeeping standards.
Requirements:
  • Previous experience of supervising a team to deliver excellent customer/client support services.
  • Able to manage conflict, seeing issues through to resolution while developing and maintaining successful relationships.
  • Able to identify and solve problems in a structured manner through specific attention to detail.
  • Excellent communication skills in order to deliver accurate information.
  • Effectively prioritise workload in order to meet set deadlines.
  • Able to work as part of a team or individually.
What We Offer:

We are proud to be an inclusive and diverse organisation where we are committed to employee development and recognising success for hard-working performers. Our dedicated learning and development programmes are open to every employee to give you the opportunity to shape your own future within logistics and continue to work in an environment where team culture thrives.

We offer a wide range of benefits, including:

  • Annual Leave – Competitive holiday entitlement of 235 hours per annum.
  • Pension scheme – We want colleagues to enjoy a comfortable retirement, so we offer a great contribution of 4% employee and 4% employer.
  • Life Assurance – 2 x your annual salary.
  • Wellness – Via our Employee Assistance Programme, we offer immediate access to a confidential telephone counselling and legal information service that operates 24 hours a day, 365 days a year.
  • Eye Care Vouchers – We can provide you with substantial savings with free eye tests and discounts on prescription glasses.
  • Reward & Recognition – We recognise that employees have gone the extra mile via Employee of the Month and Year, special recognition, and long service awards.
  • Everyday discounts – Via our benefit platform, you will have access to over 50 retailer discounts for everyday savings.

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